Customer Experience

Customer Centric Culture

Agenda:

Approach to Customer-Centric Organization
Designing a Customer-Centric Organization
Making that Change in your Organization
Building Blocks of a Customer-Centric Organization
Understanding our Customers
Communicate your way to Customer Satisfaction
Creating a Long Lasting Relationship
 


Objectives:

Understand why and how customer centricity is more important than customer satisfaction
Describe exceptional customer service.
Identify its benefits on a personal and professional level.
Recognize barriers to its delivery.
Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
Understand different customers’ behavior styles and know how to adjust to each
Use and explain techniques for dealing with angry, upset, or disappointed customers